Overview

Support agents have access to the Accounts Portal and are able to see customer's account information as well as their license information. Occasionally, depending on the issue, Support will impersonate the customer in the Accounts Portal to be able to observe the issue the customer is experiencing. This article gives more information about Support and how and why they impersonate customers.

Solution

When a customer has an issue with what they see in the Accounts Portal, support may need to see what you, the customer, see to confirm the issue that is being experienced. 

The account that the GFI Support agent has allows them to log in as the customer and review the issue the customer is seeing to be able to correct the complaint.  

Once the issue has been confirmed, via impersonation, it can then be resolved or routed to the proper team for resolution.

Related Articles 

The following article is only viewable by Support.

Impersonating a Customer in the Accounts Portal